Opsgenie JiraServiceDesk Integration - Assignee

[Wei]

Hi,

When an alert is created in opsgenie, a corresponding Jira Service Desk (cloud) ticket is created. The reporter is an agent I created in jira for this specific purpose. 

When a human agent ack's the alert in opsgenie, I see the corresponding ack that moves the JSD ticket to the next step in the workflow.

Is there a way for me to have the assignee of the JSD ticket changed to the user that ack'ed the ticket instead of showing unassigned?

Thanks,

Wei

[Nick H · Accepted solution]

Hi @Wei ,

This functionality is not currently available. I know we have an open feature request for this that I'll certainly add you to though.

As a workaround we've seen customers using automation rules to accomplish this.

You'd first want the integration to add a comment to the issue when an alert is acknowledged:

That comment would look like this:

You would then add an automation rule that filters on this comment / user's name, and assigns the issue to the corresponding JSM user:

You'd have to add an automation rule for each user - so it's not the most robust workaround, but the only real workaround at this time.

Let us know if you have any additional questions!

[Wei]

Thanks! I'm no stranger to rube goldberg like automations :).

[Liron]

Hi Wei!

This is an interesting question, and actually helps validate a usecase we're building towards within Jira Service Management. In the future, we will have more and more incident response features available right from the Jira Service Management interface and we have been considering that acknowledging first should also assign the incident to that person. 

What happens when there are multiple possible responders? Would you still want that behaviour?

Thanks

Liron

[Wei]

Hi Liron,

This is great to hear. My "want" in this case is that anyone who visits the Opsgenie dashboard and sees an alert ack'ed versus another party who is looking from the Jira dashboard would see the same assignee at all times.

Thanks!

Wei

[Liron]

Yep. Makes sense. Thank you Wei!